Remote Real-Time Queue Analyst

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Career development programs

Competitive compensation and benefits

Work-from-Home options

Job summary

Acquire Intelligence Philippines Inc. is seeking a Workforce Queue Analyst to monitor real-time contact center queues and optimize agent utilization to meet service levels. You will analyze queue dynamics, identify bottlenecks, and implement immediate adjustments to improve performance.

Collaborating with WFM and Operations, you will generate reports and drive continuous improvements. A degree or certification in business or statistics is a plus.

Qualifications

• 1-2 years of experience in a real-time analyst or workforce management role in a contact center.
• Strong understanding of contact center operations, metrics, and WFM principles.
• Proficiency with WFM software and contact center platforms.

Responsibilities

• Continuously monitor contact center queues (calls/chats/emails) in real-time for spikes and bottlenecks.
• Elevate queue anomalies and SLA breaches to team leaders and managers.
• Make real-time adjustments to agent assignments and queue priorities.
• Communicate queue status and performance expectations to agents and leads.
• Generate real-time and historical queue performance reports and identify trends.
• Collaborate with WFM and Operations to align staffing forecasts with demand.
• Participate in post-incident reviews and contribute to corrective actions.
• Maintain understanding of metrics (AHT, ASA, occupancy, adherence) and impact on queues.
• Develop and document real-time queue management best practices.
• Perform other duties to support efficient contact center operations.

Skills

Real-time analytics

Queue management

WFM software

Genesys

Excel

PowerPoint

Communication

Analytical thinking

Education

Relevant degree or certification in business/stats

Tools

Genesys

Cisco

Aspect

Job description

Acquire Intelligence Philippines Inc. is seeking a Workforce Queue Analyst to monitor real-time contact center queues and optimize agent utilization to meet service levels. You will analyze queue dynamics, identify bottlenecks, and implement immediate adjustments to improve performance.

Collaborating with WFM and Operations, you will generate reports and drive continuous improvements. A degree or certification in business or statistics is a plus.